Manager, Customer Account Management, SMB

Responsibilities

• Lead and Develop a High-Performing Team:
• Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals.
• Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth.
• Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success.
• Drive Customer Success and Retention:
• Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base.
• Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships.
• Oversee and support account planning efforts to align with customer objectives and business goals.
• Operational Excellence & Strategy Execution:
• Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience.
• Monitor team performance using data-driven insights, ensuring alignment with company objectives.
• Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation.
• Customer Advocacy & Continuous Improvement:
• Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction.
• Gather and synthesize customer feedback to influence product development and customer engagement strategies.
• Stay informed on industry trends and competitive insights to refine customer account management best practices.

Requirements

• Proven experience in customer success, account management, or sales leadership.
• Demonstrated success in leading and developing high-performing customer-facing teams.
• Strong strategic thinking and problem-solving abilities, with a focus on data-driven decision-making.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to thrive in a fast-paced, high-growth environment and drive scalable processes.
• 5+ years of experience working in Account Management, Renewals Management, and/or Sales
• 3+ years of people management experience in Account Management, Renewals Management, and/or Sales
• ___
• The estimated annual cash salary for this role is $123,550 - $154,350. This position is also eligible for incentive stock options, subject to the terms of Lattice's applicable plans.
• This position is also eligible for variable compensation of $52,950 - $66,150 subject to personal performance, company performance, and the terms of Lattice's applicable plans.
• *Note on Pay Transparency:
• #LI-Remote
• About Lattice
• Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅- and Lattice is building the tools to empower those people-centric companies.
• Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement - yielding str

Benefits

Additional Information

This is Customer Account Management Leadership at Lattice As a Manager of Customer Account Managers, you will lead and empower a team responsible for driving customer satisfaction, retention, and growth. You'll develop strategies to enhance customer relationships, ensure platform adoption, and maximize revenue opportunities while fostering a culture of collaboration and continuous improvement. Your leadership will be instrumental in scaling our customer engagement efforts and maintaining our reputation for exceptional customer partnership.

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